Agent – Service CenterFilled

Dusit Thani Dubai; Abu Dhabi; On-site; AED 30,000 - 40,000; Full time

Job summary

A leading hotel chain in Abu Dhabi is seeking a Service Center Agent to coordinate calls and provide excellent guest service. The candidate should possess a Bachelor’s degree in Hotel Management and at least one year of call center experience in hospitality. Strong English communication skills are essential to succeed in maintaining high standards of service and guest satisfaction.

Qualifications

• Minimum 1 year of call center experience, preferably in hospitality.
• Professional disposition required.

Responsibilities

• Coordinate incoming and outgoing calls effectively.
• Ensure high-quality guest service.
• Maintain knowledge of hotel services and procedures.

Skills

Excellent English communication skills

Interpersonal skills

Knowledge of call center operations

Education

Bachelor’s degree in Hotel Management

Job description

Job Description

PRIMARY RESPONSIBILITIES:

Guest Service Responsibilities

• The Service Center Agent works in a central area, receiving all external calls and coordinating internal calls.
• Ensure all tasks are performed correctly, promptly, and with consistent quality.
• Maintain a warm and friendly first impression through personal presentation, telephone manner, and guest service standards.
• Follow up on guest requests efficiently, acting quickly under supervision.
• Handle telephone transfers attentively, ensuring guest satisfaction and accurate transfer to the appropriate person, introducing the guest before disconnecting.
• Respect guest privacy and confidentiality, avoiding transmission of guest names or history information.
• Perform wake-up calls accurately at the requested times.
• Record guest messages carefully, ensuring guests receive complete and accurate information.
• Answer all calls within three rings, using polite and tactful methods to manage on-hold situations when necessary.
• Develop good knowledge of Sofitel So Bangkok guests, especially VIPs, and mention their names when possible.

Technical Responsibilities

• Keep the Service Centre Room tidy at all times.
• Maintain full knowledge of hotel outlets, menus, and daily specials, including Room Service menus.
• Accurately record all details of Room Service orders, ensuring timely delivery and guest satisfaction.
• Handle guest requests regarding housekeeping, recording details and following up promptly.
• Participate actively in communication during supervisor briefings, reporting issues immediately.
• Provide a comprehensive handover at shift change, including pending issues.
• Understand and be able to act according to security procedures.
• Adhere to hotel standards and procedures consistently.

Others

• Engage in continuous learning through personal development plans (IDP).
• Perform any other duties assigned by superiors.

Accountabilities

• Represent Dusit's brand and values, delivering exceptional guest experiences and promoting Thai graciousness.

Company’s Culture

• Embrace and communicate the company's vision, mission, and values, leading by example and cascading to subordinates.

Confidentiality

• Maintain confidentiality and secure storage of all sensitive information, adhering to company policies.

Job Requirements

• Bachelor’s degree in Hotel Management or relevant discipline.
• Minimum 1 year of call center experience, preferably in hospitality.
• Knowledge of call center operations and technical aspects.
• Excellent English communication skills, both written and spoken, with a professional disposition and strong interpersonal skills.